Workforce Management Analyst

As a Workforce Management Analyst, you will play a key role in supporting workforce performance, operational stability, and customer experience outcomes in our dynamic contact center. You will monitor real-time contact center metrics, identify performance risks or volume changes, and help drive data-informed decisions to maintain service levels and operational targets.

Requirements

• 1+ years of experience in a contact center, operations support, or workforce-related role
• Strong analytical and problem-solving skills with the ability to interpret data quickly and make informed decisions
• Working understanding of contact center metrics and key performance indicators such as Service Level, AHT, Adherence, Occupancy, and Shrinkage
• Ability to adapt to changing priorities and make sound real-time decisions in fast-paced, high-visibility environments
• Effective collaboration skills to work with Operations, Workforce Management, Quality and leadership teams

Benefits

• Generous Paid Time Off
• 401k Matching
• Healthcare benefits
• Discount on Dell products
• Gympass for health and fitness apps
• Telus Employee Assistance Program for mental health resources